Microsoft Support Escalation Management - Service Manager 

United States, Texas, Irving 

866767574

Required/Minimum Qualifications

• 7+ years technology industry, customer service, or related experience

• OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience

• OR Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience

• OR equivalent experience.

• Prior Incident and escalation management experience

• Executive/leader stakeholder management experience

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearance.

Additional or Preferred Qualifications

•8+ years technology industry, customer service, or related experience

• OR Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience

•OR Bachelor's Degree in technology, business, or related field AND 5+ years technology industry, customer service, or related experience

•OR equivalent experience.

• Project management experience.

• Experience working with Microsoft products and services.

• Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

• Acts as an internal expert to resolve longer running, sensitive, or escalated issues

or acts as a primary contact for escalated issues on behalf of less experienced IC

provides coaching, mentorship, or support to less experienced Support Escalation

• Leads inter-regions, cross-regions, cross-group, or account team unit (ATU)

specific region/area. Acts as a subject matter expert on best practices to support

• Reviews status updates to customers and provides informal guidance to others

on communicating with internal stakeholders through various channels of

communication for highly sensitive or difficult issues.

• Leads strategic projects designed to improve resolution times, customer

satisfaction, and support experience.

• Proactively coordinates resources and establishes relationships to drive

discussions to remediate future issues.

• Leverages relationships across teams to remove roadblocks. Establishes and

• Owns escalated issues and manages account-aligned customer incidents to

identify and remove barriers. Ensures existing processes are not a blocker to

efforts with a global perspective. Acts as an expert and provides informal

highly complex cases.

• Manages customer and field expectations around issue response and represents

Communicates and influences internally to drive faster issue resolution.

• Identifies and builds strategic relationships with internal teams, partners, and

communications with senior leadership to resolve issues that are complex in

Process Improvement

• Surfaces feedback from the team and drives collaboration across functions to

identify systematic issues and leads process breakdowns to ensure

resolution/progress. Creates strategy for process improvements and leads project

or workgroup to improve internal processes.

• Reviews postmortem executive summaries and identifies patterns across

issues in partnership with leadership.

Vendor Relationships

• Owns and leads relationships with outsource vendor to resolve issues and foster

positive cultural and behavioral changes.

• Embody our and